Ruxley Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Ruxley Carpet Cleaners provides carpet, upholstery, rug, and related cleaning services in the United Kingdom. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. If you do not agree with any part of these terms, you should not proceed with a booking. These terms are intended to create clarity about the service process, payment, cancellation, liability, and compliance matters, while supporting a fair and professional relationship between the customer and Ruxley Carpet Cleaning.

In these terms, references to “we,” “us,” or “our” mean Ruxley Carpet Cleaners, and references to “you” or “the customer” mean the person, business, landlord, agent, or representative requesting the service. Where a booking is made on behalf of another person, the person placing the booking confirms that they are authorised to do so and that they have communicated these terms to the end user. These terms apply to all standard and specialist cleaning services supplied by us, unless a separate written agreement states otherwise.

We may update these terms from time to time to reflect changes in our services, business practices, insurance arrangements, or legal obligations. The version applicable to your booking will normally be the version in force on the date your appointment is confirmed, unless a later version is required by law or expressly agreed in writing. The headings in these terms are provided for convenience only and do not affect their interpretation.

1. Booking Process

All bookings are subject to availability and acceptance by Ruxley Carpet Cleaners. A booking request may be made by phone, email, online form, or any other method we make available from time to time. A request is not binding until we have confirmed the appointment and, where relevant, received any required deposit or pre-authorisation. We reserve the right to decline a booking where the service requested is outside our scope, where there is a conflict of interest, where site access is unsuitable, or where we reasonably believe that health, safety, or compliance risks cannot be managed.

When you book a carpet cleaning service with us, you must provide accurate and complete information, including the type of flooring or fabric, approximate size of the area, known stains, accessibility issues, parking restrictions, water access requirements, and any special conditions that may affect the work. If the information you provide is incomplete or inaccurate, the quote or estimated price may be revised before work starts. Any estimate given prior to attendance is based on the information available at the time and is not fixed unless expressly stated as a fixed-price agreement.

Appointment times are scheduled in good faith, but arrival windows are approximate and may be affected by traffic, previous job overruns, weather, equipment issues, or other operational factors. We will aim to keep you informed if a delay is expected. If access is not provided within a reasonable time of arrival, or if the property is not ready for cleaning, we may treat the appointment as a late cancellation or failed visit and charge accordingly. You are responsible for ensuring that the premises are reasonably prepared for cleaning, including the removal of small personal items, fragile objects, and any items that could obstruct the work area.

2. Quotations and Scope of Work

All quotations are issued in pounds sterling and may be based on site size, condition, fabric type, degree of soiling, stain treatment requirements, and any additional services requested. Unless otherwise stated, quotations are valid for a limited period only and may be withdrawn or amended if circumstances change. If the condition of the premises differs materially from the description given at booking, we may adjust the price before starting or during the service with your agreement.

The scope of work will be limited to the services expressly agreed at the time of booking or confirmed subsequently in writing. Any extra tasks requested on the day, such as additional stain treatment, deodorising, or cleaning beyond the originally agreed area, will be treated as variations and charged separately where applicable. We do not guarantee the removal of all stains, odours, marks, or wear-related changes, particularly where the item has pre-existing damage, has been improperly treated before, or is affected by fibre deterioration.

3. Payment Terms

Unless agreed otherwise, payment is due on completion of the service, immediately upon invoice, or in advance where a deposit is required. We may request full or partial payment before the appointment for larger bookings, commercial work, or high-value specialist services. Accepted payment methods may include bank transfer, card payment, or other methods that we announce from time to time. Cash may be accepted only where we expressly agree to it in advance.

You must ensure that payment can be made promptly at the time required. If payment is not received when due, we may charge interest on overdue sums at the statutory rate permitted under the Late Payment of Commercial Debts (Interest) Act 1998 where applicable, or otherwise recover reasonable costs incurred in pursuing the debt, subject to the law. Title in any materials supplied by us does not transfer until full payment has been received. We may suspend further work, refuse future bookings, or withhold any non-essential documentation until outstanding balances are paid in full.

Where a booking is made by a business, landlord, managing agent, or other commercial customer, the person or organisation placing the order remains responsible for payment unless we have agreed credit terms in writing. Any discount, special offer, or promotional rate will apply only to the exact service and date specified and may be withdrawn if the booking is altered materially.

We may charge extra for reasonable additional time or materials needed because of conditions not disclosed at the time of booking, including heavy contamination, pet-related soiling, extensive staining, or restricted access. If a quoted price is based on an on-site assessment, that price may still change if hidden issues become apparent once work begins. Any such change will be discussed with you before further work continues, where practicable.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us notice as early as possible. Unless a different cancellation policy is stated for a particular service, we request at least 24 hours’ notice for standard domestic appointments and longer notice where a larger or bespoke appointment has been reserved. If you cancel with insufficient notice, we may retain any deposit paid and/or charge a cancellation fee that reflects the loss of reserved time and expected costs.

If we arrive at the property and are unable to commence or complete the service because of lack of access, no one being present where attendance is required, unsafe conditions, insufficient water or power, or any matter caused by the customer or someone acting on the customer’s behalf, we may charge for the wasted visit. Where a deposit has been paid, it may be retained in part or in full to cover administrative and travel costs, subject always to applicable consumer law. Repeated late cancellations or missed appointments may result in refusal of future bookings.

If we need to cancel or rearrange, we will try to provide reasonable notice and offer an alternative appointment. Our liability for cancellation will be limited to refunding any amount paid for the affected booking, unless a greater remedy is required by law. We are not responsible for indirect losses arising from a cancellation or postponement, such as lost business, inconvenience, or alternative accommodation costs.

5. Customer Obligations and Site Conditions

You must take reasonable steps to protect valuable, delicate, or easily moved items before work begins. Although we will act with care, we are not responsible for moving heavy furniture, lifting items that may cause injury, or handling possessions that are fragile, hazardous, or inadequately packaged unless this has been expressly agreed. You must inform us in advance of any known issues, including leaking pipework, weak flooring, electrical faults, asbestos concerns, pest infestations, or materials that may create a risk to health or property.

For the safety of our staff and to ensure a satisfactory service, the property should be in a condition that permits normal cleaning work to be carried out. We may refuse to proceed if conditions are unsafe, unhygienic, or materially different from those described. If we postpone work due to such conditions, any resulting charge will depend on the circumstances and on the resources already committed. You agree not to request us to perform tasks that would breach health and safety duties, damage property, or contravene the law.

6. Liability and Limitations

We will exercise reasonable skill and care in providing our services. However, Ruxley Carpet Cleaners does not guarantee that every stain, odour, or mark can be removed completely, nor that all items will be restored to a like-new condition. Outcomes depend on many factors, including the age and condition of the material, prior cleaning history, fibre composition, embedded contaminants, and existing wear. Any pre-existing damage, colour loss, shrinkage, pile distortion, seam weakness, or hidden defect may become visible or more apparent during or after cleaning.

We are not liable for loss or damage caused by matters outside our reasonable control, including but not limited to defective materials, pre-existing conditions, manufacturing faults, structural issues, poor ventilation, or actions of third parties. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, our total liability for any claim arising from a booking shall, to the fullest extent permitted by law, be limited to the price paid or payable for the particular service giving rise to the claim.

We are not responsible for indirect or consequential loss, including loss of profit, loss of opportunity, business interruption, or emotional distress, except where such exclusion is prohibited by law. Customers are responsible for removing or protecting items of particular value, including cash, jewellery, documents, artwork, antiques, and irreplaceable possessions. Any special handling requirement must be agreed in advance and may incur additional charges.

7. Waste Regulations and Disposal

Any waste arising from our work will be managed in accordance with applicable UK environmental and waste legislation, including the Environmental Protection Act 1990, the Waste (England and Wales) Regulations 2011, and any other relevant requirements. We will handle waste responsibly and use lawful disposal routes where disposal is part of the service or where we have agreed to remove waste materials generated by the cleaning process.

Where the service produces wastewater, sludge, residue, contaminated disposable materials, or similar waste, we will take reasonable steps to prevent pollution and to dispose of such waste appropriately. You must not ask us to dispose of hazardous materials unless this has been agreed in advance and can be lawfully managed. Hazardous waste, including chemicals, sharps, biological contamination, or items requiring specialist handling, may be refused or charged separately only where lawful and practicable. We reserve the right to decline work if the site contains hazardous substances or conditions that cannot be managed safely and legally.

Any packaging, domestic refuse, or items removed from the premises remain your responsibility unless specifically included in the service. If waste collection, disposal, or removal of items is included in a quotation, this will be limited to the clearly described materials and volumes stated at the time of booking. You are responsible for ensuring that any items you request us to move or dispose of do not contain prohibited or dangerous contents.

8. Complaints, Re-Visits, and Service Issues

If you believe there is an issue with the service, you must notify us within a reasonable time after completion and before the item is put back into heavy use or cleaned by another party. This allows us to assess the matter fairly and, where appropriate, inspect the area or item. We may offer a re-visit, adjustment, or other reasonable remedy at our discretion where the issue is attributable to our work and where doing so is proportionate. A re-visit is not an admission of liability.

Complaints will be considered in good faith and with reference to the original service description, the condition of the material before cleaning, and any instructions or warnings provided by the customer. We are not obliged to remedy outcomes arising from incorrect information, pre-existing damage, post-cleaning contamination, or changes caused by use after completion. Any complaint must be made politely and with sufficient detail to allow us to investigate.

9. Governing Law

These terms and any dispute or claim arising out of or in connection with them, including non-contractual disputes or claims, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties submit to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise or where another forum is required by mandatory law. If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force so far as legally possible.

10. General Provisions

Failure by us to enforce any right under these terms does not mean that right has been waived. Any waiver must be agreed in writing. You may not assign or transfer your rights under these terms without our written consent, although we may assign or subcontract our obligations where reasonably necessary to provide the service, provided this does not reduce your statutory rights. These terms, together with any written booking confirmation or service-specific agreement, form the entire agreement between you and us in relation to the relevant service.

Nothing in these terms is intended to affect your rights as a consumer under the Consumer Rights Act 2015 or any other applicable legislation. If there is a conflict between these terms and mandatory statutory rights, your statutory rights will prevail. By proceeding with a booking, you confirm that you have read, understood, and agreed to these Terms and Conditions for Ruxley Carpet Cleaners.